Coordinator, Customer Care

LCI Brand•Columbia, SC

3d•Onsite

About The Position

The Customer Care Coordinator provides assistance with all customer-related matters and backs up and assists Customer Service Representatives. The role is based onsite at Ft. Jackson, Monday through Friday, 7:30 AM–4 PM; the schedule may vary depending on the store. The coordinator supports sales-order processing, customer communications, order fulfillment, customer follow-up, and store operations. They also help customers use the BUYBSC website and, in select stores, the DOD Emall program.

Requirements

High school graduate.
One year of relevant work experience.
Basic retail knowledge.
Accuracy with computerized checkout systems.
Interpersonal skills for communicating with customers, vendors, company divisions, coworkers, and management.

Responsibilities

Handle customer-related matters and maintain a positive, friendly demeanor when assisting customers.
Navigate Axapta to create and release sales orders.
Communicate with customers and vendors by phone or email throughout the sales-order process.
Quote on contracts and follow up on quotes.
Contact customers for additional information as needed.
Reconcile sales orders routinely with material on hand or on order to maximize sales and reduce customer wait times.
Coordinate order pickup and delivery.
Maintain a list of customers, including email addresses and phone numbers, and use it to seek additional business.
Assist Customer Service Representatives at checkout counters as needed to reduce customer wait times.
Survey customers about product satisfaction, delivery timeliness, and whether they would do business with LCI again.
Register and track customer complaints and follow up promptly to resolve them.
Create a report tracking sales-order progress and its impact on the BSC's budgeted sales using AX and/or Excel.
Work with management to ensure material needed for sales orders is on order and has good supply and shipping status.
Create, modify, and email Excel spreadsheets as required by management, purchasing, and replenishment.
Inform customers about the BUYBSC website and assist with customer setup.
In select stores, inform customers about the DOD Emall program and help them navigate the website.
Ensure daily price changes are published and displayed as instructed.
Use current marketing tools to seek additional sales.
Merchandise and replenish shelves as necessary.
Interact with vendor representatives during their regular sales calls and ask questions to better understand product uses.
Perform other duties as assigned.